Tom Pardini - Manage Expectations through better communication

The Customer Experience Podcast

Tom has been working in retail facilities industry for 18 years. He worked for a company called USM Services Inc which is now EMCOR Facilities Services. He was a senior account manager on many of the big box accounts such as Harbor Freight and managed some of the other accounts like Bed, Bath and Beyond, Starbucks and more. Tom is currently working for a family owned company in Delaware, in the corporate side of the spectrum. He now manages the facilities for numerous self-storage locations. One of the things that Tom keeps in mind for his daily work is that if everything is a priority, then nothing is a priority. You have to set your schedule and set realistic expectations. His biggest focus is on communication because sometimes the client is not expecting to have everything done right away, but they want to be in the loop and plan accordingly to the project progress. It’s all about managing expectations. Tom shares with us some of the things he enjoys the most - Bringing in new fresh ideas to the table and helping the team consider things they may have not heard of before. He also shared his take on the future of the retail industry and how he sees some of the traditional stores evolving and transitioning and even closing down.